said by rogersmogers :
CCTS will ask if you followed the provider escalation process first and allowed them time to respond.
No they won't.
CCTS requires simply that you give the TSP a "reasonable opportunity" (if memory serves me correctly, that's the exact phrase on the CCTS website). That reasonable opportunity need be nothing more than a phone call to Rogers, an explanation of the problem, and Rogers' refusal to remedy it to the customer's satisfaction.
Beauford, please do feel free to proceed with a CCTS complaint at this time.
I ended up checking the CCTS site and this text from their 2011 annual report makes pretty clear that you are now free to contact the CCTS:
"Customers are telling us that their providers are not informing them about their right to bring unresolved complaints to CCTS. This is a concern that we will address, although the results may not be quite as bad as they appear. At present, the providers commitment is to tell customers about CCTS at the final stage of their complaint-handling process. But most customers do not reach the final stage of the providers internal process before turning to CCTS many find out about us from other sources. And our Procedural Code does not require customers to fully complete the providers internal complaint-handling process before bringing their complaint to us just that they have brought their concern to their providers attention and given the provider a reasonable opportunity to resolve it.
Thus many of these customers likely have bypassed the final stages of their providers internal process.
Nonetheless, we consider these results to be unacceptably low and are consulting with the service providers about the best way to ensure that providers are notifying customers about CCTS during their complaint-handling processes."